Online Help Transcript - Terrible Product Knowledge

[Anonymous]

I made the mistake this morning of using the online help. Something really needs to be done about the standard of "customer service". All I wanted was an answer to a simple question, can I use my refresh upgrade to get a tablet?

They don't seem to have the ability to grasp the most simple of questions, it's really frustrating...

info: Welcome to O2. Someone will be with you soon.
info: You're through to 'O2'
You: Hi
O2: Hello, it's O2 here. I hope you're well. What can I do for you?
You: I have a Refresh upgrade to use. I had a phone on the number, can I get a tablet with this upgrade?
O2: Do you've a O2 existing account?
You: yes
You: 07********
O2: Okay.
O2: I'll need to transfer this chat to our support team. Is that okay with you?
You: thanks
info: We’re putting you through to the right person, won’t be long.
info: We're really busy right now. Thanks for waiting.
info: You're through to 'O2'
O2: I’m sorry to keep you waiting. Please give me a few more minutes while I go through the chat you had with the last advisor.
You: Thanks
O2: Thanks for staying online.
O2: I see that you're looking to buy a new tablet.
O2: I'll help you to get the best deal for you.
You: Yes, but I was hoping to use my upgrade. Is that possible?
You: I have three O2 accounts and really don't want another.
O2: I'll be glad to check and help you with this inquiry.
You: Thanks
O2: Before we could proceed, let us get the security check done!
You: Ok
O2: Can I have your full name and the mobile number that you wish to upgrade to tablet please?
You: S*****
You: 07*********
O2: Thanks for the details.
O2: Can I have the 1st & 3rd characters of your security answer?
You: * and *
O2: Perfect answer
O2: Looking at your file, we found you're eligible for a Free Upgrade.
O2: We have Online Exclusive Offers available if you take up any of these deals today.
O2: Shall we try to make a deal for you?
You: Yes, I can upgrade online to a phone but don't seem to be able to upgrade to a tablet.
O2: Super Cool.  Can I know the phone which interests you the most?
O2: Sorry.
O2: Can I know the tablet which interests you the most?
You: Google Nexus 9
O2: Good Choice.
You: The 1GB tariff at £29 a month.
O2: Nice selection.
O2: Let me give you the deal summary that you selected.
O2: We have an Google Nexus 9 on 24 Months O2 Refresh Contract. You'll get 100 Texts. You'll also get 1GB data on 4G Network with Unlimited O2 Wi-Fi. Unlimited wi-fi' just means you get free access to the 7500+ wifi hotspots in the uk that work with O2.
O2:
You: ok
O2: All these comes to you at just £29.00 monthly.
O2: Monthly £29.00 = Device Cost £19.00 + Airtime Cost £10.00
O2: How does this deal sound?
You: That's the one.
You: I only want it if I can upgrade though, I don't want a new contract with a credit check, etc.
You: Is this possible?
O2: I'm sorry to say that tablet deal are only available for new connections.
O2: I'll transfer the chat to new connection team and they'll help you to get the new connection and after that you can cancel any one existing connection.
O2: Can I transfer the chat to them?

[Anonymous]

Unfortunately your not alone in receiving not so good service and advice from Live Chat.

They are typically ok for low level enquiries.

Account / upgrade advice and info I we suggest is best coming from uk customer service o2 Customer Services Link http://www.o2.co.uk/contactus

[MI5]

It doesn't really matter if you take a new contract or upgrade an existing one as long as you pass the credit check OK.

[Toby]

Hi @Anonymous ,

Sorry to hear you found the experience frustrating. I'll feed it back to the team. Have Live chat worked for you better on other queries?

FYI, I've edited the transcript so that there are no names on there

Welcome to the community!

[Anonymous]

Thanks Toby.

My experience of online help is similar to others, it's very hit and miss.